Fixed Ops Magazine - 2020 Vol17 02 - 36

FEATU R E
MARCH APRIL 2020 || FIXED OPS MAGAZINE

EMB RAC E T H E N E W
DIGI TAL AG E
H OW TO W I N T R ANS IE NT M OTO RISTS AND
C R U SH S E RVICE SALE S GOALS
BY RICH HOLLAND, CEO OF REVOLOS

T

he 80's called... They want their
manual service contract process
back. If they're talking to your
service department, you're not alone.
Too many dealerships continue to use
a manual inspection and claims process when a customer with a service
contract from another dealer, financial
institution, or direct marketer lands in
their shop.
Old-school manual processes are inefficient and can cost you money. A service advisor on the phone with a claims
representative delays the repair process
while a waiting customer feels frustrated with the experience and may decide
not to come back.
Digital processes dramatically speedup inspections and claims which means
a service advisors can do more in less
time. Customers get a fast, efficient
experience and enjoy doing business
with you. When customers enjoy doing business with you, they are more
likely to return and less likely to worry
about finding the best deal on future
services. According to the Gladly's 2018
Customer Service Expectations Survey,
nearly 70% of people would pay more
to a company that provides excellent
customer service.
All indicators point to 2020 as a milestone year in the digital service contract

36

evolution. Several vendors have introduced digital service contract solutions
that integrate seamlessly with a dealer's
CRM and large dealer groups have already jumped on board.
The customer expectation of an easier
process is here. Call it the Amazon effect, but today's customers expect an

always-connected world where technology smooths and speeds-up the
purchase of services and goods. They
are easily frustrated when you don't
create the experience they've come to
expect.
Parts and service is the most profitable
dealership department. Digital inspec-

DIGITAL PROCESSES DRAMATICALLY
SPEED-UP INSPECTIONS AND CLAIMS WHICH
MEANS A SERVICE ADVISORS CAN DO
MORE IN LESS TIME. CUSTOMERS GET A FAST,
EFFICIENT EXPERIENCE AND ENJOY DOING
BUSINESS WITH YOU. WHEN CUSTOMERS
ENJOY DOING BUSINESS WITH YOU, THEY ARE
MORE LIKELY TO RETURN AND LESS LIKELY TO
WORRY ABOUT FINDING THE BEST DEAL
ON FUTURE SERVICES.



Fixed Ops Magazine - 2020 Vol17 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 02

Fixed Ops Magazine - 2020 Vol17 02 - 1
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